This case study provides a tool and methodologies used to assist public accounting firms and other financial and managerial consultants in assessing their strengths, weaknesses and GAPs for delivering quality consulting and client service that their clients seek.
As the role of the customer becomes more and more important to the sustainability of the firm, effective allocation of resources will provide a significant advantage to customer service organizations.
The Book Corner offers reviews by Graziadio School faculty on a variety of books on business topics.
Complaining customers give businesses a key opportunity to uncover problems and venture into new markets, as complaints are one of the least expensive market research tools around.
There is something abuzz in the software industry from customers and developers alike and it is called Software as a Service, or SaaS for short.
As a seller or a buyer, you must understand when and how a buyer may reject defective goods—and apply common sense as well as the law in these situations.
Professor Linnea McCord interviews car dealership mogul Boeckmann about ethics in business and “the power of trust.”
Distraction, information, and compensation are common strategies that may mollify waiting customers.
To improve internal customer service, managers need to measure, give feedback, and continuously improve upon how employees serve each other.
Target customer service programs for potential customers, new customers, loyal customers, and low-margin customers.